Katie S.

I *NEVER* write reviews, good or bad- but I really want everyone to know how TERRIBLE of an experience I had with Zara. First with my online order being lost, and then when I tried to return one of the items- now my "refund is lost" after 14 days. (?) I placed an order in mid-April, and they sent me the wrong package. I contacted them for my replacement, sent the incorrect package back in a timely manner (could've kept some of the items as I could tell their operation is pretty unorganized & they wouldn't have known-- BUT, didn't!) & they arranged for a replacement. Got the shipping notification for "express 24-48 hour" shipping. Although after a week the package never came. They said it just got lost & had to send out ANOTHER replacement. I finally got my package almost a month after placing the initial order.
I ordered 2 similar jackets to choose from, planning to return 1. Luckily I live by tons of Zara's & was able to return it in person (it probably would've gotten lost in the mail if I shipped it back- lol.) On the receipt, it said my refund would automatically come with in 10-14 days. Pretty long, but I waited. Today is the 14th day- talked to them on the phone & my refund is "missing" so they filed a case... I have been trying to speak to a supervisor and waited on the phone for 30 minutes & the call was disconnected immediately after I was "being connected to the supervisor" how convenient!

TLDR: It took me a month to get a package, and now it's taking me 14+ days to get my $100 refund on one of the items. Customer service is TERRIBLE.